Ticket escalated despite a response via note


  • Used Zammad version: 2.0.x
  • Used Zammad installation source: deb
  • Operating system: Ubuntu 16.04.3 LTS
  • Browser + version: not relevant

  • A SLA with Ticket -> Status is new, open and Ticket -> Prio is High
  • Time to react: 4 hours.
  • Time to update: 8 hours.
  • Time to solve: N/A

Expected behavior:

  • The Agent replies to the ticket with a public visible note and the ticket will not escalate until the “update” SLA is reached.

Actual behavior:

  • The Agent replies with a note and the ticket escalates after 4 hours.
    Only after an answer via Mail the SLA is achieved

Steps to reproduce the behavior:

  • Create a SLA with some reaction and update times.
  • Create a ticket and only create notes.
  • The ticket should escalate.

Is this behavior by design or should a note fulfill the reaction SLA?
I try my luck here again, the issue does not get any attention: Ticket escalated despite a response via note

Thank you very much.

Do you have this in one single SLA filter? My (wild) guess: As the status changes from new to open with the first reply the 4 hour reaction get triggered a second time…

Hi mtrojacher,

thanks for your quick reply.

We have two SLAs defined:

  • Ticket -> Status ist new, open.
  • Ticket -> Owner is .
  • Time to react: 8 h

  • Ticket -> Status is new, open.
  • Ticket -> Prio is High.
  • Time to react: 4 h
  • Time to update: 8 h

They both work as expected but if we answer the customer with a public note, the reaction time is not fulfilled.
The only way to let the tickets won’t escalate is to answer with an email.

I just set up an test system with Zammad 2.1.x and set only one SLA

  • Ticket -> Status open
  • Time to react: 15 minutes

The note definitely do not count as an reaction. Unfortunatly I can not configure the mail on this system right now, but it will count as a reaction.

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